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Can RightNow Track All Agents that Responded to a Case?

Received Response
edited Jul 6, 2018 7:47PM in Reporting & Analytics for B2C Service 1 comment


For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another reply. A different agent, Agent B, then responds to the case and is able to solve and close it. I've attached a screenshot of this example.


Is there a way to report off of both agents that responded to the case? Is this variable accessible? Note: I'm not referring to the variable, incidents.assgn_acct_id, since that can only be set to one value at a time. I'm looking for a way to track all the people that worked on a case.

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